Troubleshooting 8x8 Work for Microsoft Dynamics
Try the following troubleshooting procedures to resolve the most common integration issues:
Activity in 8x8 Work does not trigger anything in Microsoft Dynamics.
- Make sure that you are connected the Microsoft Dynamics integration: Settings > Integrations > MS Dynamics > Connect.
- Under Settings > Integrations > MS Dynamics, set the appropriate flags as required:
- Auto call log: Enable this option to automatically generate a call/chat log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.
- Call log pop: Enable this option to view the call log pop in a browser tab once the interaction is terminated.
- Auto single match record pop: Enable it to pop the record details in a browser tab so the agent can preview and prepare for the call.
- Auto multi match record pop: Enable it to pop the record when multiple matches are found. The browser pops the call record details for the first match in a new browser tab. You can select to match the call to another user from the Search tab. Click next to the desired record to view the details.
- Account: Enable this option to allow the integration to search for an existing account record. This option is enabled by default.
- Contact: Enable this option to allow the integration to search for an existing contact record. This option is enabled by default.
- Lead: Enable this option to allow the integration to search for an existing lead record. This option is disabled by default.
- Case: This option is only supported for Microsoft Dynamics Customer Service. Enable this option to allow the integration to search for an existing case record. This option is disabled by default.
- Make sure that a pop-up blocker is not preventing opening of new tabs in Microsoft Dynamics.
My screen pop fails in Microsoft Dynamics integration with 8x8 Work.
A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.
- Open in the top-right corner of your Chrome browser window.
- Select Settings from the menu.
- Click Show Advanced Settings at the bottom of the page.
- Under Privacy, click Clear browsing data.
- Select the following check boxes from the list:
- Cookies and other site and plugin data.
- Cached images and files.
- Click Clear Browsing Data.
- Click to open the menu in the top-right corner of your Chrome browser window.
- Go to Settings.
- Click Show Advanced Settings at the bottom of the page.
- Under Privacy, select Content settings.
- Under Plug-ins, click Manage exceptions.
- Enter the 8x8 Work domain address.
- Select Allow from the drop-down list.
- Click Done.
To clear the browser cache in Chrome
To allow pop-ups in Chrome